Solutions Center Analyst

Summary

Join Common App, a national non-profit organization, as a Solutions Center Analyst and provide mission-critical support to students, recommenders, and member institutions. This 24/7, high-volume support role involves working with a team to address approximately 125,000 help requests annually through various channels. You will contribute to documentation, provide system improvement feedback, and prepare members for annual application launches. The position requires strong communication, organizational, and technical skills, along with experience in help desk or customer service. Common App offers a competitive salary and benefits package, including paid time off, various insurance options, retirement plan, and professional development opportunities. The role is virtual-first, offering flexibility and work-life balance.

Requirements

• Candidates must live in the United States
• Bachelor's degree from four-year college or university or an equivalent combination of education and experience
• 0-2 years of successful experience in Help Desk, customer service, or technical support jobs
• Technical support experience and strong customer focus approach
• Must be willing to work one of the available shifts: Sunday-Thursday 12pm-9pm, Sunday-Thursday 1pm-10pm, Tuesday-Saturday 12pm-9pm, Tuesday-Saturday 1pm-10pm
• Strong verbal and written communication and listening with the ability to adjust messages and explain technical concepts appropriately to their audiences
• Outstanding organizational skills, keen attention to detail, and the ability to successfully manage support requests to completion
• Must be a quick learner in order to understand new technology and communicate technical concepts to different audiences while paying special attention to detail
• Must work effectively in a collaborative, team-oriented environment while also being a strong individual contributor
• Professional demeanor and positive attitude
• Must have a working knowledge of Microsoft Office
• Experience with Salesforce, Acuity Scheduling, and Google Suite

Responsibilities

• Support the Solutions Center by working with a team of outgoing and exuberant support professionals within a 24/7, high-volume (125,000 help requests in a calendar year), multi-channel support center
• Provide timely, mission-critical support for students, recommenders and Common App member institutions via online tools
• Actively work on documentation and provide feedback to the web-based product to help improve the system for future years
• Play an integral role in preparing Common Application members for the new application launch each year
• Assist in all department activities as related to the position as needed
• Seamlessly move back and forth in between all constituent groups that interact with the Solutions Center

Preferred Qualifications

A passion for higher education

Benefits

• Work-Life balance
• Virtual-first office
• Paid Time Off (PTO)
• Seven company-wide holidays
• Nine floating holidays*
• Sick leave
• Monthly mental health day
• Virtual-first support
• Choice of PC of MAC laptop
• May choose an external monitor, keyboard, mouse, and/or headset
• One-time office set-up stipend
• Monthly remote work stipend
• Monthly mobile stipend
• Market-based salaries
• Performance-based bonus
• 403(b) retirement plan
• 5% company contribution
• Additional 5% company match
• 3-year vesting schedule
• Participation may begin immediately
• Choice of two health insurance plans
• Health Savings Account, depending on health plan selection
• Medical Flexible Savings Account, depending on health plan selection
• Vision insurance
• Dental insurance
• Insurance coverage begins on the date of hire
• Dependent Care Flexible Spending Account
• Maven virtual clinic for women’s and family health
• Company provided life and ad&d insurance
• Opportunity to purchase additional life insurance for self, spouse, and dependents
• Company provided short and long-term disability insurance
• Budgeted annual funds for professional development
• Growth opportunities within the company
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